Radiology Customer Support Lead

Job Type:
Job Sector:
Health, Medicine
South East
£40,000 to £45,000 per annum
Job Ref:

Our client is responsible for delivering Managed Equipment Services (MES) to NHS Trusts throughout the UK. This particular role is based at a hospital in Surrey.

The MES Customer Support Lead will have a key role in the provision and delivery of a first class MES. The role involves many aspects of Radiology equipment management, from acquisition of new equipment, supporting training of professional staff, identifying risks associated with devices and responding to specific issues when they arise.

What are my responsibilities?

Responsible for handling 1st line support calls;

Receive customer information, determine priority, evaluate system condition;

Provide 1st line technical/application support to the customer and assist in the effective resolution of critical issues;

Working with the helpdesk, taking the ownership of customer events, to plan actions that will result in the most effective resolution for the customer;

To oversee preventative, corrective maintenance and proactive onsite visits to ensure work is conducted in an appropriate manner;

Provide project support, assisting the project team during system installations;

Maintaining good communications and team working with all managers, colleagues and -customers;

Informing management of situations where customer satisfaction is compromised or contractual obligations are unlikely to be met;

Maintaining adequate records of all service visits in line with the company's reporting requirements using current business tools and procedures;

Complying with work instructions, quality policy,- codes of conduct and health and safety policies at all times;

Ensuring that compliance, quality and health & safety standards are maintained in line with Siemens, MHRA and NHS requirements;

Acting as the liaison between the customer and the company on any 'out-of contract' scope requests, 'ad hoc' requirements and general questions regarding the MES service -;

Assisting in the production of performance data, including the monthly performance monitoring report;

Attending MES service/support review meetings with the Customer along with the relevant management representative;

Participating in an on-call arrangement to ensure emergency "out of hours" support as part of an agreed rota;

What do I need to qualify for the role?

An appropriate engineering or clinical background required, preferably a combination of both disciplines;

Demonstrable hospital experience within a clinical discipline, ideally in Radiology;

Excellent troubleshooting skills;

Self-reliance and motivation;

Good technical and communication skills;

Good negotiation skills, with the ability to understand the complex nature of NHS requirements within an MES contract;

Experience in operational procedures;

Technical and applications product knowledge;

Ability to work within a team and contribute to all aspects of the role.

The job offers considerable autonomy. A reasonable approach to travel between sites and unsociable hours is required. Attendance at training courses and technical seminars in the UK and abroad may be required. A reasonable approach to planned weekend and evening work is also required.

We offer a comprehensive reward package which includes a competitive basic salary, bonus scheme, generous holiday allowance and pension. Through our flexible benefits scheme you can select benefits that best suit your lifestyle, including private healthcare.

Matchtech acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Matchtech and may assist with processing your application.

Contact Details:
Tel: 01489 898 247
Fax: 01489 898290
Contact: Simon Birmingham

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